Question 1

The alternative or legitimate choice method for gaining commitment makes the assumption that the buyer wants to make a purchase.

Accepted Answer

A) True 
 B)False

Question 2

What is the term for a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product?

Accepted Answer

A)  referral or testimonial close 
B)  boomerang method 
C)  success story commitment 
D)  T-account or balance sheet commitment 
A)  referral or testimonial close 
B)  boomerang method 
C)  success story commitment 
D)  T-account or balance sheet commitment

Question 3

Before attempting to gain commitment, the salesperson should summarize all the benefits his or her offer (solution) is capable of providing.

Accepted Answer

A) True 
 B)False

Question 4

What is the term for a response to buyer objections in which the salesperson takes a softer, more tactful approach when correcting a prospect or customer's information?

Accepted Answer

A)  translation or boomerang 
B)  questioning or assessing 
C)  indirect denial 
D)  compensation 
A)  translation or boomerang 
B)  questioning or assessing 
C)  indirect denial 
D)  compensation

Question 5

A salesperson's ability to qualify prospects will often have an effect on the types of resistance the salesperson will face.

Accepted Answer

A) True 
 B)False

Question 6

Buyers may raise objections because they are resistant to change.

Accepted Answer

A) True 
 B)False

Question 7

Which type of objection is being raised when a buyer says, "We have a better offer from your competitor"?

Accepted Answer

A)  price 
B)  product 
C)  source 
D)  need 
A)  price 
B)  product 
C)  source 
D)  need

Question 8

When dealing with buyer objections, it is a good idea to use the forestalling method most of the time.

Accepted Answer

A) True 
 B)False

Question 9

In a discussion about sales resistance with her sales manager, Morgan has determined that some of her prospects object because they lack information on the new product. Which strategy should she use to address this problem?

Accepted Answer

A)  continually work to add value by providing useful information 
B)  ask questions using the ADAPT or SPIN models to verify the prospect's interests 
C)  show evidence that sparks the prospect's interest 
D)  make a sales presentation that clearly communicates a better solution to the buyer's problem 
A)  continually work to add value by providing useful information 
B)  ask questions using the ADAPT or SPIN models to verify the prospect's interests 
C)  show evidence that sparks the prospect's interest 
D)  make a sales presentation that clearly communicates a better solution to the buyer's problem

Question 10

What was the salesperson's traditional view of sales resistance?

Accepted Answer

A)  Salespeople were taught to view any resistance as a threat to the sale. 
B)  The raising of an objection usually indicates faulty execution of the qualifying process. 
C)  Lack of buyer interest and price are the main forms of sales resistance faced by salespeople. 
D)  Salespeople considered objections a natural part of the sales process, and an opportunity to continue selling. 
A)  Salespeople were taught to view any resistance as a threat to the sale. 
B)  The raising of an objection usually indicates faulty execution of the qualifying process. 
C)  Lack of buyer interest and price are the main forms of sales resistance faced by salespeople. 
D)  Salespeople considered objections a natural part of the sales process, and an opportunity to continue selling.

Question 11

It is best to ask for the sale as soon as you meet the prospect.

Accepted Answer

A) True 
 B)False

Question 12

It is common for inexperienced salespeople to lose a sale because they were afraid to ask for the order.

Accepted Answer

A) True 
 B)False

Question 13

In the process recommended in the textbook for negotiating buyer resistance, what would the salesperson do in the last step?

Accepted Answer

A)  ask probing questions to look for an opening to resume selling 
B)  reconcile the competing interests in the situation and come to a recommendation 
C)  restate his or her position on the issue and then ask for commitment 
D)  ask confirmatory questions to ensure the buyer's concerns have been adequately addressed 
A)  ask probing questions to look for an opening to resume selling 
B)  reconcile the competing interests in the situation and come to a recommendation 
C)  restate his or her position on the issue and then ask for commitment 
D)  ask confirmatory questions to ensure the buyer's concerns have been adequately addressed

Question 14

In a discussion about sales resistance with his sales manager, Imad has determined that some of his prospects object because they do not want to change the present way of doing business. Which strategy should he use to address this problem?

Accepted Answer

A)  continually work to add value by providing useful information 
B)  ask questions using the ADAPT or SPIN models to verify the prospect's interests 
C)  schedule regular sales visits with the prospect 
D)  make a sales presentation that clearly communicates a better solution to the buyer's problem 
A)  continually work to add value by providing useful information 
B)  ask questions using the ADAPT or SPIN models to verify the prospect's interests 
C)  schedule regular sales visits with the prospect 
D)  make a sales presentation that clearly communicates a better solution to the buyer's problem

Question 15

"The price is lower than I thought" is an example of a commitment signal.

Accepted Answer

A) True 
 B)False

Question 16

What does the acronym LAARC stand for?

Accepted Answer

A)  listen, acknowledge, assess, respond, confirm 
B)  listen, assess, acknowledge, respond, confirm 
C)  listen, ask, accommodate, reply, confirm 
D)  listen, ask, accept, reply, consider 
A)  listen, acknowledge, assess, respond, confirm 
B)  listen, assess, acknowledge, respond, confirm 
C)  listen, ask, accommodate, reply, confirm 
D)  listen, ask, accept, reply, consider

Question 17

"Always Be Closing" is a good motto for salespeople involved in relational selling.

Accepted Answer

A) True 
 B)False

Question 18

When a buyer tells the salesperson "no," the salesperson's job is over, other than thanking the customer for his or her time.

Accepted Answer

A) True 
 B)False

Question 19

The "need objection" and "product objection" categories are essentially the same.

Accepted Answer

A) True 
 B)False

Question 20

Using the direct denial method for handling resistance is risky because it may be perceived as being too aggressive and may anger the buyer.

Accepted Answer

A) True 
 B)False

The alternative or legitimate choice method for gaining commitment makes the assumption that the buyer wants to make a purchase.

What is the term for a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product?

Before attempting to gain commitment, the salesperson should summarize all the benefits his or her offer (solution) is capable of providing.

What is the term for a response to buyer objections in which the salesperson takes a softer, more tactful approach when correcting a prospect or customer's information?

A salesperson's ability to qualify prospects will often have an effect on the types of resistance the salesperson will face.

Buyers may raise objections because they are resistant to change.

Which type of objection is being raised when a buyer says, "We have a better offer from your competitor"?

When dealing with buyer objections, it is a good idea to use the forestalling method most of the time.

In a discussion about sales resistance with her sales manager, Morgan has determined that some of her prospects object because they lack information on the new product. Which strategy should she use to address this problem?

What was the salesperson's traditional view of sales resistance?

It is best to ask for the sale as soon as you meet the prospect.

It is common for inexperienced salespeople to lose a sale because they were afraid to ask for the order.

In the process recommended in the textbook for negotiating buyer resistance, what would the salesperson do in the last step?

In a discussion about sales resistance with his sales manager, Imad has determined that some of his prospects object because they do not want to change the present way of doing business. Which strategy should he use to address this problem?

"The price is lower than I thought" is an example of a commitment signal.

What does the acronym LAARC stand for?

"Always Be Closing" is a good motto for salespeople involved in relational selling.

When a buyer tells the salesperson "no," the salesperson's job is over, other than thanking the customer for his or her time.

The "need objection" and "product objection" categories are essentially the same.

Using the direct denial method for handling resistance is risky because it may be perceived as being too aggressive and may anger the buyer.

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters

Exam 8: Addressing Concerns and Earning Commitment

The alternative or legitimate choice method for gaining commitment makes the assumption that the buyer wants to make a purchase.

What is the term for a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product?

Before attempting to gain commitment, the salesperson should summarize all the benefits his or her offer (solution) is capable of providing.

What is the term for a response to buyer objections in which the salesperson takes a softer, more tactful approach when correcting a prospect or customer's information?

A salesperson's ability to qualify prospects will often have an effect on the types of resistance the salesperson will face.

Buyers may raise objections because they are resistant to change.

Which type of objection is being raised when a buyer says, "We have a better offer from your competitor"?

When dealing with buyer objections, it is a good idea to use the forestalling method most of the time.

In a discussion about sales resistance with her sales manager, Morgan has determined that some of her prospects object because they lack information on the new product. Which strategy should she use to address this problem?

What was the salesperson's traditional view of sales resistance?

It is best to ask for the sale as soon as you meet the prospect.

It is common for inexperienced salespeople to lose a sale because they were afraid to ask for the order.

In the process recommended in the textbook for negotiating buyer resistance, what would the salesperson do in the last step?

In a discussion about sales resistance with his sales manager, Imad has determined that some of his prospects object because they do not want to change the present way of doing business. Which strategy should he use to address this problem?

"The price is lower than I thought" is an example of a commitment signal.

What does the acronym LAARC stand for?

"Always Be Closing" is a good motto for salespeople involved in relational selling.

When a buyer tells the salesperson "no," the salesperson's job is over, other than thanking the customer for his or her time.

The "need objection" and "product objection" categories are essentially the same.

Using the direct denial method for handling resistance is risky because it may be perceived as being too aggressive and may anger the buyer.

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters